Shun Donaldson
T-Mobile Corporation
OKLAHOMACITY,OK
15
years of professional experience
Customer Service Professional experienced in resolving complex complaints and delivering support through product knowledge. Achieved timely resolution of service issues by utilizing active listening and critical thinking skills. Focused on enhancing customer satisfaction through effective communication and meticulous data management.
Work History
Account Expert
2 Years 5 Months- Analyzed account issues to identify service gaps and recommend effective retention solutions.
- Educated customers on rate plans, promotions, and feature changes with clear, accurate guidance.
- Resolved complex customer inquiries using billing, account, and device support systems.
- Coordinated case follow-up with cross-functional teams to ensure timely issue resolution.
Customer Service Representative
4 Years 3 Months- Resolved customer inquiries through phone and email with accurate, timely follow-up.
- Managed order status updates and coordinated issue resolution across internal support teams.
- Documented customer interactions in CRM systems to maintain complete service records.
- Escalated complex concerns and tracked cases until satisfactory closure.
- Supported customers with billing questions, policy explanations, and service adjustments.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Eye Technician
3 Years 9 Months- Performed patient pre-testing, including visual acuity, tonometry, and autorefractor measurements.
- Prepared exam rooms, sterilized equipment, and maintained readiness for optometrist schedules.
- Documented patient histories, symptoms, and test results in electronic health records.
- Assisted with contact lens training, care instructions, and follow-up appointment coordination.
- Verified prescription details and supported frame selection, fitting, and adjustment services.
Order Picker
4 Years 2 Months- Picked beverage orders accurately using RF scanners and warehouse management systems.
- Loaded and unloaded cases efficiently to support timely distribution workflows.
- Verified item codes, quantities, and labels to prevent order discrepancies.
- Organized pallets for shipping while maintaining product integrity and load stability.
Education
High School Diploma
Skills
Retention strategies
Account analysis
Quality assessment
Resolution tracking
Product knowledge
Critical thinking
Active listening
Issue resolution
Complaint management
Case follow-up
Customer engagement
Billing system knowledge
Timeline
Account Expert
T-Mobile Corporation
04.2022 - 09.2024Read More
Customer Service Representative
Loves Corporate Office
01.2018 - 04.2022Read More
Eye Technician
Eyemart Optical
04.2014 - 01.2018Read More
Order Picker
Coca-Cola
02.2010 - 04.2014Read More
Centennial High School
High School Diploma
Read More